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Plus Dental

Increasing the check-in rate for PlusDental (DrSmile) through Proceeds

Proceeds's strategic efforts resulted in an impressive increase in the check-in rate of over 50% within the six-month time frame.

initial situation

Status quo before project start

In order to relieve employees, accelerate touchpoints with customers while maintaining satisfaction and to smooth the desire for scalability, we developed and implemented standardized and reproducing sales processes following an audit.

Interim Conclusion

Status after 5 months

Three of our trained employees are firmly involved as sales agents in this project. They take care of the entire process of acquiring new customers by telephone and managing e-mail correspondences. Together with our customer home.ht, we have set up a standardized & reproducible sales process that achieves all previously set goals.

Milestones

Looking to the future

It was clear from the start that, as a specialist sales agency, we would create important processes, continuously improve and expand them — with the aim of handing over the project to an in-house sales team from home.ht at some point. In this way, the basis was created together with the customer and everything can be continued seamlessly.

Background

PlusDental, a renowned provider of orthodontic treatments known for its innovative approach to dental correction, faced the challenge of increasing the rate of patient check-ins at its clinics. To achieve this goal and boost patient engagement and revenue, PlusDental turned to Proceeds. The task was clearly defined: implement effective strategies to increase the check-in rate within a six-month timeframe.

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Actions

Proceeds tackled this challenge with a tailored approach designed to meet the specific needs and processes of PlusDental. Implementation occurred in two key phases:

Process Revision: Initially, Proceeds deployed three of its most experienced staff members to analyze and optimize the existing processes related to patient acquisition and check-in procedures at PlusDental. This phase involved a detailed examination of the patient journey from initial contact to actual check-in at one of the clinics. Based on this analysis, targeted improvements were proposed and implemented to enhance efficiency and eliminate potential hurdles in the check-in process.

Active Telephone Support and Acquisition: With optimized processes as a foundation, Proceeds initiated an intensive phase of direct patient communication. Through active telephone support and targeted acquisition efforts, potential patients were not only informed about the benefits of treatment at PlusDental but also actively encouraged to schedule appointments for initial consultations or treatment. This personalized and proactive approach aimed to convert prospects into active patients, thus significantly increasing the check-in rate.

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Results

Proceeds' strategic efforts led to an impressive increase in the check-in rate by over 50% within the six-month timeframe. This significant improvement not only had positive impacts on patient satisfaction and engagement but also contributed significantly to PlusDental's revenue growth.

The case study vividly demonstrates how the combination of process optimization and active customer communication can result in substantial improvements in patient acquisition and retention. For PlusDental (now known under the brand DrSmile), collaborating with Proceeds marked a crucial step forward in their mission to provide more people with access to high-quality orthodontic care while successfully scaling their business model.

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